The player from Germany reported that €40 from his €210 deposit to 24casino was not credited, despite being deducted from his bank account. The Complaints Team extended the response period to allow for further communication; however, the player did not respond to inquiries. As a result, the complaint was rejected due to insufficient information to proceed with an investigation.
24Casino - Player has issues with deposit limits and missing credits.
Amount: €210
24Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good day,
I deposited a total of €210 into 24casino through 6 transactions. However, €40 of this amount was not credited to my account, even though it was deducted from my bank account. I have been told I will receive the €40 back after 7 days.
Another issue or perhaps the main one, is that on 12/19/24 at Lex Casino (same license), I set a deposit limit of €50 per week. I had already reached this limit at Lex Casino, meaning I have to wait a week. Both casinos hold a license in Curacao.
Is it legitimate that I was able to deposit €210 at 24casino, or are the limits applicable across different providers?
Automatic translation:
Public
Public
3 months ago
Dear Berko103,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino.
Please note issues regarding different casinos are discussed in separate complaints. If you have an issue with different online casinos, please file a complaint for each one. In this instance, kindly file a new complaint for Lex Casino.
Regarding your issue, with the lost deposit, if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
From my understanding, the only license that mandates a deposit limit to apply across multiple online casinos is the German license. None of the casinos mentioned are operated under a German license. You can view the license status of online casinos in our review of each online casino here:
https://casinoguru-de.com/24casino-rezensionen
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
